How do you design amazing customer experiences? Find out in this discussion with special guest Chris Luxford, co-founder of Experience Innovators, and Huddlers Caitlyn and Joanne. Discussing the importance of human-centred leadership, strategy, and work culture, we also interrogate the process, explore the challenges and how to overcome them, and talk about tangible examples by looking at call centres in particular (an oft-forgotten, but really important customer-facing area of business). Answering a quick-fire round of mystery questions in the second part of the show, and discussing Interesting Things in the third part, we circle back to the importance of the courage to break rules, getting sleep, and re-gifting Christmas presents. Books and people: Thinking fast and slow, by Daniel Carnamen, http://www.amazon.com/Thinking-Fast-Slow-Daniel-Kahneman/dp/0374533555 The Integral Model, by Ken Wilber, https://integrallife.com/integral-post/overview-integral-theory Margot Cairnes, http://www.margotcairnes.com/